Customer Service Representative
$41,600–$41,600 year
On-siteEast Templeton, Massachusetts, United States
Job Summary
Answer initial and follow-up calls regarding delivery, service, and technical support issues, taking full ownership from start to finish. Respond to inquiries via telephone, email, and lobby visits using approved scripting and SOPs to research and clarify information, providing follow-up when escalation or alternative solutions are required. Develop new business opportunities with existing customers by promoting company products and services while maintaining required documentation. Input data, call documentation, and notes into the company computer platform to keep each customer record updated. Support the Finance Department by making accounts receivable calls and processing statements. Handle high-volume operations in a fast-paced environment while adhering to schedule and work time availability guidelines.
Required Qualifications
- Absolute commitment to customer satisfaction, including timely issue resolution and proactive customer outreach.
- Concise, effective verbal and written communications skills, with strong conflict resolution abilities and the ability to empathize with customers.
- Ability to excel both individually and as part of a larger team.
- Capability to execute tactically by organizing multiple processes, and prioritizing duties, in a multitasking and rapidly changing work environment.
- Willingness to participate in mandatory training sessions that grow product knowledge and promote stronger customer satisfaction.
- Prior customer service experience, particularly in a high-volume environment, preferred.
- For certain offices, availability to work varied shifts at peak times, including evenings and weekends.
- Minimum of 3 years of customer service experience, preferably in a call center environment.
- Minimum of 1 year experience in the Heating and Energy sector.
- Proficient in MS Excel, Outlook, PowerPoint, and Word, as well as web-based applications.
- The ability to deal with the demand of fast paced and high-volume operation.
- Adheres to schedules and work time availability guidelines set forth by management.
Desired Qualifications
- Prior customer service experience, particularly in a high-volume environment, preferred.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.